Are you keeping up with Amazon’s great customer service?

Published on 24 September 2014 by in Latest News

In last year’s American Customer Satisfaction Index, Amazon.com was revealed as the reigning and undisputed champion in both the internet retailing and overall customer satisfaction categories.

Amazon has radically changed how consumers shop, read and watch films and numero believes that the retailer offers a great example of how businesses can adapt to customers’ needs and completely revolutionise their customer experience.

iStock 000021269570 Small 300x199 Are you keeping up with Amazon’s great customer service?

Amazon’s CEO Jeff Bezos believes that to provide good customer service, serving the customer’s needs must be a priority, stating, “We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.”

By putting the needs of their customers first, Amazon has put customer experience at the heart of its strategy. “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000,”said Jeff Bezos.

Amazon creates a unique customer experience by using its huge amount of data to deliver personalised offers and recommendations to customers based on their previous purchase history. One of their most subtle, yet forward thinking additions is the “Frequently Bought Together” section. If a consumer has ever purchased an item, Amazon will show them what other customers also purchased with it.

As the world’s largest online retailer, Amazon has been a driving force behind e-commerce and have therefore focused on making the customer journey as straightforward as possible. By introducing ideas like One Click shopping and now the buy button via Twitter, the firm ensures that the checkout process is as fast, simple and convenient as possible. The same intentions apply to the customer service they provide: for example if a customer has a query or wants to return an item, information is readily available and automated, with optimum use of self-service, supported by channels such as web chat and social media.

iStock 000016207255 Small 300x198 Are you keeping up with Amazon’s great customer service?Eight months ago Amazon announced a new support service available on Kindle HD products called Mayday, which is a single-click support solution that lets users work with a remote tech support assistant to solve problems on their devices. Mayday is available 24 hours a day, seven days a week, and 365 days a year – for free. Amazon CEO Jeff Bezos said, “it’s actually very similar to having someone standing next to you” and offering tech support.

Amazon has since reported that its Mayday tech support button on the Fire HDX tablet has become the most popular way to get 24/7 tech help, with an average response time of just 9.75 seconds.
Although what Amazon have done with the Mayday button is not a completely new concept, with other businesses offering remote screen control, numero believe the Mayday button’s popularity should be a wake-up call to other businesses to consider more personal contact with their users.

Amazon has shown that customer service and customer experience really do matter and are critical to remaining relevant in this crowded omni-channel world.  Traditional customer service has undergone a revolutionary transformation and numero believes that for the internet savvy generation, it is no longer good enough for companies to rely solely on providing customer service in person or via the telephone. Delivering exceptional and personalised customer service has become critical to a business’ ongoing success, and those businesses that want to remain relevant need to continually keep up with the wants of their customers.

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3 Customer service trends providing great customer experiences

3 Customer service trends providing great cust...

3 Customer service trends providing great customer experiences

Google Buy Now button coming soon

Google Buy Now button coming soon

Google Buy Now button coming soon

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